Cancellation Policy
Last Updated: 2nd January 2026
1. Introduction
This Cancellation & Refund Policy outlines the terms under which you may cancel services booked with Evergreen Waste Company Ltd. (“we,” “us,” “our”) and any applicable refunds. This policy applies to all services booked through our website at https://evergreenwastecompany.co.uk, by phone, or by email.
Please read this policy carefully before booking our services. By booking a service with us, you agree to be bound by this policy.
2. Definitions
Booking: A confirmed order for waste collection or recycling services.
Scheduled Collection Date: The agreed date and time window for the service to be performed.
Cancellation Fee: A charge applied when a booking is cancelled outside of our free cancellation period.
No-Show: When our crew arrives at the scheduled address within the agreed time window and is unable to perform the service due to customer unavailability or unpreparedness.
3. General Cancellation Terms
Free Cancellation Period:
You may cancel your booking free of charge if you notify us more than 48 hours before your scheduled collection date and time.
Late Cancellations:
If you cancel your booking less than 48 hours before your scheduled collection date, a late cancellation fee will apply. This fee is £25 and covers the costs of allocated logistics and crew scheduling.
How to Cancel:
To cancel a booking, you must provide clear notice to us via:
Phone: [Insert Cancellation Phone Number] (Our office hours are [Insert Hours, e.g., 8am-5pm, Mon-Fri]).
Email: [Insert Cancellation Email Address, e.g., bookings@evergreenwastecompany.co.uk].
Cancellation is only effective once you have received a written confirmation from us acknowledging the cancellation.
4. Refund Policy for Cancellations
Cancellation more than 48 hours in advance: You will receive a full refund of any deposit or pre-payment made. Refunds will be processed to the original payment method within 7-10 working days.
Cancellation less than 48 hours in advance: The £25 cancellation fee will be deducted from any pre-payment or deposit. The remaining balance will be refunded to you.
If you have paid in full upfront: The cancellation fee will be deducted, and the remainder will be refunded as above.
5. Customer “No-Show” & Failed Collections
If our crew attends your property at the scheduled time and the service cannot be completed due to reasons within your control, this is considered a “No-Show” or “Failed Collection.” This includes, but is not limited to:
No one being available to provide access.
Insufficient or incorrect access information provided (e.g., locked gates, incorrect postcode).
Waste not being ready or accessible at the agreed location.
Waste types that differ substantially from what was described and quoted for (e.g., hazardous waste, excessive weight/volume).
In the event of a No-Show/Failed Collection:
A Failed Collection Fee of £45 will be charged.
We will attempt to contact you to reschedule.
If you wish to reschedule, the original service charge plus the £45 Failed Collection Fee will apply to the new booking.
If you do not wish to reschedule, the £45 Failed Collection Fee will be charged, and any remaining pre-payment will be refunded.
6. Cancellations & Changes by Us
We reserve the right to cancel or reschedule a service due to circumstances beyond our reasonable control, including but not limited to:
Severe weather conditions.
Vehicle breakdown or mechanical failure.
Staff illness.
Unforeseen access or safety issues at the property.
In such rare circumstances, we will:
Notify you at the earliest opportunity.
Offer to reschedule your service at a mutually convenient time at no extra cost.
If rescheduling is not possible, provide a full refund of any amount paid.
7. Change of Mind (After Service is Rendered)
Once a waste collection service has been completed, we are unable to offer a refund based on a “change of mind.” All waste is processed and sent for recycling/disposal immediately in accordance with our environmental permits and Duty of Care.
8. Complaints & Disputes
We are committed to providing excellent service. If you are dissatisfied and believe a refund is warranted outside of this policy, please contact us to make a formal complaint. We will review each case individually and fairly.
Complaints Contact: info@evergreenwastecompany.co.uk
Please refer to our Complaints Policy for the full procedure.
9. Policy Updates
We may update this Cancellation & Refund Policy from time to time. The latest version will always be posted on this page with an updated “Last Updated” date.
10. Contact Us
For all cancellation requests and related enquiries:
Email: info@evergreenwastecompany.co.uk